> For the complete documentation index, see [llms.txt](https://docs.iadvize.dev/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.iadvize.dev/use-cases/data-and-analytics/retrieve-messages-exchanged-within-a-conversation-1/understand-satisfaction-data.md).

# Understand satisfaction data

Understanding how your customers feel after a conversation is key to improving service quality, coaching your team, and identifying friction points. The `satisfactionSurveyResponses` query in the iAdvize GraphQL API allows you to programmatically retrieve all responses to satisfaction surveys submitted by your customers including structured scores and open feedback.

## What you can retrieve

Each response to a satisfaction survey is composed of up to **three types of data**:

### 1. **CSAT – Customer satisfaction score**

The **CSAT (Customer satisfaction)** score is a numerical rating that indicates how satisfied the visitor was after their conversation.

* **Scoring scale:** 1 (very unsatisfied) to 5 (very satisfied)

{% hint style="info" %}
📌 **Available for channels:**

* Chat (both agent and bot)
* Facebook Messenger
* Apple Messages for Business
* WhatsApp
  {% endhint %}

### 2. **NPS – Net Promoter Score**

The **NPS (Net Promoter Score)** is a measure of customer loyalty and satisfaction based on how likely a customer is to recommend your service.

* **Scoring scale:** 0 (Not at all likely) to 10 (Extremely likely)
* **Interpretation:**
  * 0–6: Detractors
  * 7–8: Passives
  * 9–10: Promoters

{% hint style="info" %}
📌 **Available for channels:**

* Chat (both agent and bot)
  {% endhint %}

### 3. **Free Comment – Open-Ended Feedback**

This is an optional open-text field where visitors can share qualitative feedback in their own words.

* Allows for:
  * Identifying praise or complaints
  * Spotting UX issues
  * Enriching coaching feedback loops

{% hint style="info" %}
📌 **Available for channels:**

* Chat (both agent and bot)
  {% endhint %}

## What the API response includes

When you query `satisfactionSurveyResponses`, you can access:

* **Conversation ID**
* **Survey type** (CSAT or NPS)
* **Score value**
* **Comment** (if left by the visitor)
* **Timestamps** (response date)
* **Agents who participated in the conversation**

The API supports filtering and pagination, allowing you to process large volumes of feedback systematically.

## Ready to use it?

You can explore the `satisfactionSurveyResponses` schema and test live queries in the [iAdvize GraphQL API Explorer](https://graphql.iadvize.dev/queries/satisfactionSurveyResponses).